Sr Staff Customer Success Operations Manager

General Electric   •  

CT

Industry: Manufacturing

  •  

8 - 10 years

Posted 44 days ago

Role Summary:

The Customer Success Operations manager’s mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the Leader of Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes and tools that scale. You will ensure best in class operational efficiency for the Global Customer Success organization.

Essential Responsibilities: Data will be your best friend and you are analytical and comfortable with numbers.

In the role of Customer Success Operations Manager, you will:

  • Data:
  • Reporting: Report and dashboard to executives and the board on past results and renewals and upsell forecasts, e.g. through dashboards and presentations
  • Analysis: Track leading indicators of renewals and upsell, and analyze them to understand what is going well and what is not
  • Churn Analysis: Drive churn analysis in partnership with Renewals manager, Customer Success Manager and other relevant teams
  • Processes:
  • Customer Lifecycle: Map the end to end customer journey and determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and satisfaction
  • Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
  • Be comfortable to establish process and procedures and ensure they are followed
  • Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell
  • Target and deliver on customers’ needs, including processes for CSMs to:
  • Relay customer feedback to the Product team
  • Align with the Support team on resolution of cases and report bugs to the Engineering team
  • Provide feedback to Sales on the readiness of our customers
  • Help with Customer Success Manager process
  • People:
  • Enablement:
  • Provide materials and data that help CSMs work more effectively
  • Develop and facilitate training for CSMs, develop templates, process maps and playbooks
  • Systems:
  • Implement and manage software solutions that facilitates CSM Ops activities
  • Lead Customer Success process improvement projects
  • Collaborate with cross-functional team to implement solutions
  • Partner with Voice of Customer team to design and implement surveys Qualifications/Requirements:
  • Bachelor’s Degree in Computer Science from an accredited college or university
  • Minimum 7years ofexperiencewith Customer Success Operations, Sales Operations or Commercial Operations

    Eligibility Requirements:

  • Travel 10% of the time, as required
  • Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job
  • Must be willing to work in San Ramon, CA, Houston, TX, Minden, NV or Other GE Offices in USA Desired Characteristics:
  • Experience working with a startup (or growth stage) SaaS company
  • Expert level Excel and PowerPoint skills
  • Experience with Salesforce.com administration
  • Experience with Customer Success Management tools (Ex. Gainsight) is a plus
  • Demonstrated analytical skills and comfort with data and metrics
  • Flexibility to meet continuously changing priorities and challenges
  • Excellent communication and people skills
  • Ability to multi-task, meet deadlines and stay calm under pressure
  • People management skills
  • Passion for designing processes that scale
  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Enjoys “getting their hands dirty” by digging into complex operations
  • Takes high degree of ownership over their work
  • Strong listening skills; open to input from other team members and departments
  • Ability to lead through influence
  • Familiarity or past experience with customer success team
  • Exposure to software / digital solutions in a project / product / program or sales capacity
  • Strong verbal and written communication skills
  • All US locations will be considered for this position About Us:

    Baker Hughes, a GE company (NYSE:BHGE) is the world’s first and only full stream provider of integrated oilfield products, services and digital solutions. Drawing on a storied heritage of invention, BHGE harnesses the passion and experience of its people to enhance productivity across the oil and gas value chain.

    BHGE helps its customers acquire, transport and refine hydrocarbons more efficiently, productively and safely, with a smaller environmental footprint and at lower cost per barrel. Backed by the digitalindustrial strength of GE, the company deploys minds, machines and the cloud to break down silos and reduce waste and risk, applying breakthroughs from other industries to advance its own.

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